The Customer Is Always Dwight

Key Features

21-minute DVD video; includes the DVD and a combined booklet and guide

Identify customer needs to achieve 100% quality.

This program provides an introduction to process management.

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The Customer Is Always Dwight online preview

About the program
Every organization has processes; a series of operations changing one thing (a product or service) into another.

Achieving 100 per cent quality first time, every time requires everyone in the process treating the next person in the line as an internal customer. They should then discover their internal customer's requirements - and how to meet them.

This is Process Management, the approach explored by Dwight (Andrew Sachs). It demands 100 per cent commitment from everyone in an organisation; but it repays effort in both improved productivity and job satisfaction.

The video makes the point that it is the responsibility of managers to act as process 'owners', maintaining the links with all the people in the process chain.

Of course, there are less ideal ways to approach quality. Dwight uses to examples - one where the process management approach is needlessly complicated - to make his point.

Dwight concludes that quality is not confined to products and services, it's the way that organizations work.

The benefits

• Identify internal and external customers
• Find out their needs
• Deliver 100% quality down-the-line
• The process should be as good as the product or service.

Information:
Features Andrew Sachs and Kevin Whately.

Program Summary:

Supermarvelex Inc. offers an after-sales and maintenance service that is second to none. The trouble is that its customers have to use that service a lot because the products break down so often. Then there's Gizco Inc., which makes great gizmos. Its problem is that the gizmos aren't checked until they reach the shipping department. That means a lot of work can be wasted on a faulty gizmo. Dwight shows that both companies are reactive - fixing the product after it goes wrong. Instead, he suggests that they should aim for 100 percent quality the first time by applying process management. This means that every department or process, from sales to shipping, becomes directly responsible for product quality. They treat the other departments as they would a supplier or customer. Because a customer or supplier would not accept less than 100 percent, this prevents faulty goods from being handed down the line. Once that is accomplished, Dwight explains the final stage of process management - streamlining the entire process to attain maximum efficiency. Good quality management improves products and services and raises morale by encouraging every employee to feel pride in a job well done.

Learning Objectives:

• Aim for 100% quality
• Look at processes and improve the way they work
• Identify internal and external customers
• Find out what their needs are and deliver!

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This program features Andrew Sachs and Kevin Whately.

This product is available for sale only within the United States of America.